Case Management enables the deployment of a tiered service delivery model. Strictly speaking, it pertains to the circled tiers in this illustration; if the employee finds the desired answer or resolution in the Self Service Portal, no Case is created. But Case Management has everything to do with the deployment of a successful Portal, as the knowledge required to make it effective is developed in the context of casework.
Case Management for HR empowers everyone in the organization – employees, HR staff, and management. Let’s revisit the original premise: the employee cannot find what he or she is looking for on the portal. What happens next?Where does the employee turn?The HR Help Desk – a single point of contact across multiple channels: Phone, E-mail, Web [Portal]
You probably already have an internal web portal for employees to use when updating personal information, selecting benefits, requesting vacation time, and so forth. But how do you handle questions and issues that aren’t addressed by the portal, when the employee has to contact HR to obtain an answer or resolution? How do you ensure an effective, timely and efficient response on the part of the HR organization when this happens?
February 11, 2011
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